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Complaints
At Doctorcall, we strive to provide the highest quality care and service to our patients. However, if you are not satisfied with any aspect of our service, we want to hear from you. We take all complaints seriously and will investigate them thoroughly and objectively.
How can I make a complaint?
We welcome all feedback, including complaints, as it helps us improve our services. You can write to us at team247@doctorcall.co.uk. We kindly ask that you bring any issues to our attention as soon as possible.
To file a formal complaint, you should communicate the nature of the complaint and provide details such as dates, times, and names of staff members if known.
What is your complaints process?
Stage 1
- Our team will get back to you within 2 working days to acknowledge that we have received your complaint.
- Your complaint will be thoroughly investigated. We may reach out to you for further information.
- You will receive a full response within 28 working days, or a status update every 14 days if the investigation is ongoing. Our goal is to resolve Stage 1 complaints within 3 months.
- If you are unsatisfied, you can escalate to Stage 2 by writing to us within 6 months of raising your complaint.
Stage 2
- We will acknowledge the Stage 2 escalation within 2 working days.
- A senior staff member will review your complaint and investigate it further.
- The Medical Director will oversee the review process.
- You will receive a full response within 28 working days or status updates every 14 days if ongoing. Our aim is to complete Stage 2 complaints within 3 months.
- In some cases, we may need to notify external agencies like the Care Quality Commission or professional bodies like the GMC, particularly if a serious incident occurred.
Further assistance
If you need further advice regarding your complaint, you can contact the following organisations:
Citizens Advice Bureau – Free, confidential and independent advice available face-to-face and by phone. Some offices offer home visits and email advice.
The Patients Association – The Patients Association is an independent patient charity campaigning for improvements in health and social care for patients.
The General Medical Council – The General Medical Council is responsible for ensuring that doctors in the UK meet the standards of good medical practice.
The Care Quality Commission – The CQC is the independent regulator of health and adult social care in England. They make sure health and social care services provide people with safe, effective, compassionate, high-quality care and encourage care services to improve.